Return Policy

Return Policy – AshesMemorials.com

AshesMemorials.com is all about care, craftsmanship, and your personal memory. Each memorial item is handmade and custom-made. Because almost all of our products are personalized, adjusted return conditions apply.

Personalized products and the law

According to Dutch law (Article 6:230p of the Civil Code), personalized or custom-made products are excluded from the standard right of withdrawal. This means they cannot, in principle, be returned.

In certain cases, I may be able to offer a suitable solution

I understand how important trust is when choosing a commemorative item. That’s why I offer – within reasonable limits – the option to return certain products.

Returns – Memorial Items

Although many of our products are custom-made, we do – where possible – offer the option to return certain items under the following conditions:

Items that have not been used and are decorated only with sign-foil or photo sign-foil, such as:

  • Empty urns (including those with a name or image in foil)

  • Memorial jewellery or figurines that have not been filled or worn

You have 14 days from the day of delivery to return the above-mentioned items, provided that the item:

  • Is undamaged

  • Has not been filled or used

  • Is returned in its original condition and packaging

Memorial items that contain cremation ashes or hair – whether permanently fused or loosely placed – cannot be returned, even partially.

Urns or jewellery that have been personalized through sandblasting or engraving also cannot be returned.

Return Process

  • You must register your return by email.

  • Cancellation or changes to an order are only possible within 24 hours, as long as production has not yet started.

  • This also applies to products that are personalized with custom design elements, such as a name or symbol in sign-foil.

Shipping Costs

For customers in the Netherlands:
You will be refunded the full purchase amount.
The return shipping costs (from you to us) are at your own expense.

For customers outside the Netherlands:
Both the original shipping costs (from us to you) and the return shipping costs are entirely at your own expense.
Please note: import duties, customs fees, or administrative charges will not be refunded.

To complete your return, we require a receipt or proof of purchase.